Client Service Administrator

Cartier (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

A French luxury Maison, open-minded and curious about the world, Cartier designs timeless creations and finds beauty wherever it may lie. In tune and engaged with its time and constantly enriching its legacy, Cartier continues to expand the limits of creativity and enhance beauty with its savoir-faire. Founded during the era of great inventions, Cartier has always been inspired by the progression of ideas and artistic movements. The Maison continues this progression today, all the while creating an expression of its own. Love, Trinity, Juste un Clou, Tank, Panthère, Santos… From high and fine jewelry to watchmaking, from leather goods to fragrances, eyewear and objects, Cartier reveals beauty in every creation, with just the right touch of panache and the secret signature of its unique expertise.

Detail posisi

As a member within a client service team in boutique, he/she advises the clients and responds to clients requests while getting constantly their satisfaction and loyalty and meeting excellence service standards. He/she is also in charge CS administration of the boutique in coordinating and ensuring all notifications from registration to payment, including follow-up, control and analysis.

Kewajiban

Key Responsibilities:
• Upholds the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements.
• Embodies the excellence of the service. Responsible for welcoming each client, offering a personal interaction.
• Complies with the high standards of Cartier sales and service. Respecting and applying the Cartier CS rules, process & policies of the Maison.
• Implements Customer Service action plan provided by Retail Management.
• Understand the client request and find proper solutions to satisfy their needs.
• Explain, in client friendly wording, technical explanations of service. Comfortable working through client objections to mandatory vs. optional services.
• Ensures regular communication with boutique watchmaker and seamless process in place.
• Strong knowledge of Cartier creations, solutions, and service policies.
• Constantly deals with Retail and Client team in order to find solutions vs. customer issues.
• Creates and attributes the notification to boutique or workshop / repair center.
• Controls of the notification recorded by boutique staff.
• Key-in, generate cost estimate, and contact clients directly about the status of the repair (spare part shortage, repair ready for collection…).
• Follow-up the clients files in cooperation with the boutique staff, watchmaker, or/and the jeweller. Controls files’ status and lead-times with anomaly report.
• Files, organizes and maintains all documents related to Sales, Stock, Transfers, repairs & other boutique documents.
• Stock follow-up & inventories (ROs, spare parts, leather strap, etc.).
• Stock (daily): prepare orders and place orders for in boutique repairs, deliveries follow-up.
• Stock management: orders, follow-up, receiving, & inventories.
• Deliveries: transfers registrations, transfers to platform, and receptions from Repair centers.
• Ensures proper client data capturing.
• Enhances customer satisfaction by informing the clients, minimizing delay, and reducing complaints.
• Monitor daily report and control delays (leadtime KPI).
• Contributes to after sales turnover in reducing return unrepaired rate, discounts and gratuities.

Kualifikasi

Qualifications:
• Bachelor’s degree with 2-3 years of Client service experience in Luxury Brand.
• Experience in watchmaking and jewellery highly appreciated.
• Excellent verbal and written communication skills. Fluent English, third language is a plus.
• Good interpersonal skills, strong solution driver, client focus.